Skills Development

Greenop specialises in Resource Planning skills development.

Our education program enables skills development through classroom education and networking with peers. All courses can be run externally or in-house.

Training Packages

Best Practice Capacity Planning in Call and Contact Centres

Delivered in conjunction with Intellect Consulting Services, this course is the entry level into a Resource Planning career. Covering Resource Planning concepts and tools, there are opportunities to learn the theory and put it into practice. There is an optional assessment to obtain accreditation for National Competence Standards for Forecasting for Contact Centres.

Create a Forecast

This course is a practical course conducted over a number of weeks. Participants bring their own data and use a framework to move through data to finalised forecast. There is an emphasis on communication and presentation skills in addition to analytical tools and techniques. Reinforcement of learning occurs through individual workplace coaching.

Scheduling and Change Management

This 1 day course focuses on Contact Centre Scheduling methods, change management models and the psychology of change.

Links

Benchmarking Partnerships - Benchmarking Partnerships faciliate benchmarking groups, formed to discuss and workshop specific issues.

Intellect Consulting Services - ICS provide nationally recognised contact centre training, and are the developers of the Best Practice Capacity Planning Course facilitated by Greenop. They also provide the Advance Diploma of Customer Contact Management.

Jane Greenop